To think this isn’t appropriate compensation? Upper class virgin

[Essex8888]

Hiya
appreciate this is first world problems, but recently was lucky enough to fly upper class with Virgin but it was so disappointing I have complained. It was disappointing in general as really old plane and for complete transparency I paid for premium economy and used a flying voucher to upgrade to upper.

The button for seat and headrest recline were broken.
The screen had deep scratches all over it so I couldn’t see the screen if window blind was up

The power outlets didn’t work the whole flight.
The area was filthy and the remote didn’t work for the tv- was completely broken.

I have complained to Virgin and they offered me £50!! AIBU to think this isn’t enough?
I took photos of everything and they agreed it wasn’t up to their normal standard.
I paid £1800 for premium seats and if I had known this would be the experience I would have booked economy and upgraded to premium and saved myself some money.
But also not sure if my expectations are too high and I should suck it up.

No, it certainly doesn’t sound as though your standards are too high!
That sounds monumentally crap.
Keep complaining.

I would definitely be angry, I would consider writing to a newspaper too

That’s what they used to call me at boarding school.

Complain to the ombudsman

I read the title and was about to make a similar comment 😂😂

I think you need to request the difference between what you would have paid in economy compared to what it cost. You got to your destination, bit didn't get the extra comfort you paid for.

In all seriousness though, that is really bad. I’m sorry. You paid a lot of money and you should have had a much better experience. I haven’t flown business or first class, but I would expect for it to be better than that. That sounds really poor.

Thanks everyone, I wasn’t sure if I should pursue it because I had used a voucher but I definitely will. (Ultimately I do pay for that voucher through my annual fee on credit card)

I could never normally afford to go upper, it was a once in a lifetime opportunity so the response left a bitter taste in my mouth tbh.
I’ve asked to escalate it and they have replied

I'm sorry you are not happy with our offer.

Our management empower us to make the right decision by all of our customers. Please let me reassure you that I will handle your case to the best of my ability to achieve a fair and positive outcome for you.

That being said, I do feel that the gesture provided is a reasonable one to make and as such, we would not look to change or increase upon it I'm afraid.

🤣🤣🤣

It’s irrelevant that you used a voucher. That sounds like an extremely disappointing experience and certainly not good enough for an upper class flight. It’s unclear to me how Virgin can think £50 is proper compensation.

Complain on Twitter and social media and post the pics. The may sort it then

You need to escalate it higher up the chain. That is a terrible response, and not true, your complaint just needs to go higher up.
I flew long haul business class a few months ago, with KLM. The plane was immaculate, space was great, service was great, I felt very looked after, and it was really comfortable. That’s what you pay all that extra money for ! I would have been very unhappy if it had been as you describe.
My friend who flies long haul business all the time for her job has it paid by her work, she would not accept that standard either.

Doesn't matter how you paid for it. Fact is it wasn't as advertised. They should refund the cost between premium and business.

I'd be pissed off too. That said I have had awful experiences on transatlantic flights (I'm looking at you BA) where the screen didn't work at all for me or my son and they ran out of food by the time they got to me, so I had a choice of literally just plain pasta and they wouldn't give me even a £50 voucher!

I was in economy but I was also highly pissed off. If I'd paid for even premium I'd have had a revolt!!

I'd be mighty pissed off with that response and would point out to them the comparative costs and the loss of benefits (e.g. I would think a lie flat seat is a pretty clear reason people pay £££ to fly upper so a failure to supply that is a failure to meet their contract surely??

I had a seat in business class in BA that didn't recline into a bed. From memory, I got something like £250 in compensation plus the same in Avios points.

They should refund the difference at least.

The thread title made me chuckle.

To be honest, the service was great- I can’t fault them for that.
It was just my luck the plane was very old (have to stand up for it to be made into a bed etc) airhostesses were laughing saying it was all vintage but that was pot luck so wouldn’t expect any compo for that.

Now I feel justified im not being unreasonable im going to ring tomorrow and take it further if not.

😂

It did lie flat (air hostesses had to make it lay flat though manually)
but it was either straight upright or lie flat, nothing inbetween . The recline buttons didn’t work on the seat atall.

Sorry Op did upgrade to premium economy or upper class? Your title suggests upper class but then you mention premium. Another poster has mentioned that Upper you obviously pay for a lie flat seat but that’s obviously not relevant in PE.
Regardless of all of that I definitely wouldn’t let in lie ( pardon the pun) and they should refund the difference between the 2 seat classes.

Oh they offered 7000 points (which honestly would get you nothing) and then £50 voucher of my next holiday was offered instead when I said it wasn’t appropriate compensation.

Sorry I paid £1700 for premium economy so I could then use my flying club voucher to upgrade to upper class x

Sorry I’ve just reread your post , me being a bit dim 🤣.
As others have said it’s irrelevant that you used your points / flying voucher.
Good luck

What was the route?